Manager, Global Workforce Management Operations

Job Summary:
The Global Workforce Management Operations (Global WF Ops) Manager is responsible for effectively managing the Global Ops team to plan, staff, and ensure the efficient operations of the Customer Care Network.
Responsibilities:
  • Manage the day-to-day operations of the network to ensure an efficient, productive, and positive work environment.
  • Ensure adherence to service level targets as defined by individual line of business.
  • Perform real-time monitoring of call center performance and partner with Network Resource Management Teams (RMT) and other Workforce Management (WFM) Teams to make real-time decisions to ensure timely customer service.
  • Balance of service level attainment and associate off-line development time.
  • Communication with business leaders as well as WFM teams to ensure that forecasting, scheduling, and future initiatives are accomplished.
  • Minimize impact to the customer during and after any system outage or emergency within the network by ensuring proper and timely communication of system problems.
  • Accurately load balance call volume across all functional groups (as appropriate to the center) and assists with the design of call routing changes and maintain current, accurate inventories and capacity plans to meet business needs.
  • Implement common resource management processes and best practices.
  • Develop and maintain a working knowledge of lines of business within the network, and in the call center to better support performance objectives
  • Partner with the other branches of resource management to ensure optimal service for our internal and external customers.
  • Review RMT processes with all RMT Managers to ensure compliance, through monthly meetings.
  • Ensure accurate/timely communication of daily interval performance and business impacting system issues to the network.
  • Coordinate and communicate site closures in emergency situations.
  • Oversees responsibility for Intraday Analyst associates whose functions include network-wide event coordination and staff scheduling.
  • Partners with planners to coordinate offline time for large meetings and events.
  • Partner with Telephony team to define hours of operation revisions, including holiday closures.
  • Partner with Voice Operations and Telephony teams to provide Level 1 technical support to minimize impacts of system down-time or network outages.
  • Identification, tracking, and analysis of key business drivers.
  • Audit staffing outlooks on a quarterly basis to ensure consistency and accuracy.
  • Initiate and lead projects/project teams to implement improvement designed to maximize resources across the CCN sites and like functions.
  • Implement like processes and best practices across the call centers.
  • Provide proactive, solutions-oriented support for CCN Leadership team.
  • Maintain regular communication, contact and coaching with members of department through monthly staff meetings and individual progress meetings.
  • Enforce policies and procedures in department and take appropriate disciplinary action when necessary.
  • Maintain an accurate staff database of personal information and wages and prepare and implement staff development plan.

Education Requirements:
  1. High school diploma or equivalent.
  2. College degree or equivalent work experience required.

Skill/Knowledge/Experience Requirements:
  1. 3+ years call center management experience
  2. 2+ years supervisory experience
  3. Working knowledge of forecasting, scheduling, adherence and monitoring tools
  4. Clear understanding of call center metrics and performance standards
  5. Working knowledge of call center planning and scheduling methodology
  6. Excellent analytical skills
  7. Experience monitoring call volumes and schedules on a real-time basis to ensure the effective and efficient use of resources
  8. Working knowledge of Aspect eWFM, Prims, and BVO preferred

Application Process:
To apply for this position go to and search for requisition 78093BR.